Cisco Support Community
Showing results for 
Search instead for 
Did you mean: 

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. If you'd prefer to explore, try our test area to get started. And see here for current known issues.

New Member

Cisco Outbound Option greyed out on CAD

I am running IPCC Enterprise 7.0. ICM7.0, CAD7.0,CTIOS 7.0, CCM4.1(3)


When I go into Desktop Admin I configured the agent interface to include the Outbound Option toolbar.I also checked the check box next to the direct preview mode. Everything look ok, but all the Cisco Agent Desktop's Outbound Option toolbar is greyed out.

Is this due to a licensing issue?

Any information would be appreciated.

Thank you.


Re: Cisco Outbound Option greyed out on CAD

This looks like a bug , you can also try applying CAD 7.0 SR1

New Member

Re: Cisco Outbound Option greyed out on CAD

I just hit this problem. Did any one had resolved this issue?

New Member

Re: Cisco Outbound Option greyed out on CAD

Same problem here on 5.0(1)_Build433. Anyone have a solution?

New Member

Re: Cisco Outbound Option greyed out on CAD


After couple of hours after posting this question i figured it out. The issue is with the BA.... ECC variables which i did not configure in CAD admin. This information is avilable in user manual under configuring outbound.

Re: Cisco Outbound Option greyed out on CAD

Try adding the BAxxx ECC variables to your field list. The desktop will read these variables to enable the toolbar when you receive an outbound option reservation or customer call.

Cisco Employee

Re: Cisco Outbound Option greyed out on CAD

Might be CSCsa95194


Click Locations-> Call Center 1 -> Enterprise Data Configuration -> Enterprise

Data. Now you able to Click Hammer and Screwdriver icon on the upper-left menu bar.

(before this would have been greyed out). Add a Device (and type) for each agent that is

equal to the Agent-DN (see discussion in

CSCsa95194 for VRU port)


It reads that Cisco ICM/IP Contact Center

Enterprise Edition Release 6.0(0) Outbound Option Setup and Configuration Guide in Chapter 6 did not contain specific instructions on how to add the buttons that are used as part of the PREVIEW_DIRECT_ONLY and PREVIEW_DIRECT_BLENDED OutboundControl variables. These buttons include Accept, Skip, and Reject.

So to "Associating Task Buttons with the Outbound Option Controls":

Click Locations-> Call Center 1-> Desktop Configuration -> Work Flow Groups ->

Agents -> default -> User Interface. Click the Toolbar tab. Choose Task3, Task4,

etc... for implementation of Accept, Reject, or Skip buttons.

- Click Visible.

- Change Hint Text to Accept, Reject, or Skip.

- Customize the icon to represent Accept, Reject, or Skip action.

- Click Add Action.

- Choose Outbound Option tab.

- Click New Button.

- Add the Action Name Accept, Reject, or Skip.

- Choose the Action Type Accept, Reject, or Skip.